Hi everyone, thank you for tuning in

before we get started today, I want you to put your

Consumer hat on for just a moment

You have made a inquiry with a company, or you have an existing account 

they've Promised the world - nothing delivered

Complete lack of structure

No idea what is going on

How has that made you feel about the service you were being supplied ?

Well its the same way your clients feel with service your company provides

Im talking about customer journey and the lack of it but also confusion about it within your busines

if I asked a Sales team if 10 people,

what happens when a lead comes in, what journey does it go on 

 i would get different answers from every body

There is a difference between this and customer experience

Customer journey is defined touch points

Customer experience is how the client feels

To let you know how important this is aswell,

86% of customers are willing to spend more money for a product for a great customer experience

Where customer journey happens 

Lead stage

CRM systems

Renewal stage

Sign up stage

Helps sales people and account managers focus on what they're their to do - sell

Cant the same for all accounts either

1st years

Key accounts

Customer success - on boarding - training - inquires

Define who plays a role at certain points on teh certain

Customer support, account managers, marketing (automated system)

A lot of companies if they do ever get round to attempting a customer journey, its company focused, what would this mean for our business, but you need to flip it and ask yourself, in what way will making this contact benefit our client

3rd - its about the 1st 6 months, not the last , that is what your client will remember